Senior IT Service Analyst

3 weeks ago


Coventry, Coventry, United Kingdom Samsic UK Full time

About the Role

Samsic UK is seeking an experienced IT Service Analyst to join our IT Service Desk team. As a key member of our team, you will be responsible for delivering a first-class, customer-centric IT service to our internal customer base.

The successful candidate will have a good mix of both customer service and technical skills, with experience in providing support for end-user applications, hardware, and systems. You will be responsible for troubleshooting application issues, installing and configuring applications, and providing user guidance.

You will also be responsible for managing the lifecycle of a ticket through to resolution, providing first-level/second-level support, and escalating complex issues to the MSP/support team. Additionally, you will be responsible for updating incident tickets with resolution details, maintaining incident logs and reports, and processing requests efficiently within SLA.

The ideal candidate will have a proven track record of working in a Service Desk support function, with experience in supervising IT support staff and developing and maintaining productive relationships with internal and external customers.

The role requires excellent communication and interpersonal skills, with the ability to work well under pressure and use initiative to proactively identify areas of improvement. You will also have a good understanding of technology from a networking/hardware/software perspective and experience using a ticketing system.

We offer a competitive salary and benefits package, including 35 days holiday, cycle to work scheme, company pension, rewards and discount scheme, and free on-site parking.

Key Responsibilities:

  • Providing support for end-user applications, hardware, and systems
  • Troubleshooting application issues and errors
  • Installing and configuring applications
  • Managing the lifecycle of a ticket through to resolution
  • Providing first-level/second-level support and troubleshooting
  • Escalating complex issues to the MSP/support team
  • Updating incident tickets with resolution details
  • Maintaining incident logs and reports
  • Processing requests efficiently within SLA

Requirements:

  • 2 years plus experience of working in a Service Desk support function
  • Proven track record of supervising IT support staff
  • Experience in using a ticketing system
  • Good understanding of technology from a networking/hardware/software perspective
  • Excellent communication and interpersonal skills


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